LEGAL

Terms & Conditions

The rules for using NilisheGrub’s website, ordering platform, restaurant partnerships, and rider services.

Last updated: 9 September 2026

1. Agreement to these Terms

These Terms & Conditions (“Terms”) govern your use of NilisheGrub’s website, web order flow, mobile applications, and related services (together, the “Platform”). By accessing or using the Platform, placing an order, listing a restaurant, or riding with us, you agree to these Terms and our Privacy Policy.

If you use the Platform on behalf of a business, you confirm you have authority to bind that business to these Terms.

2. Accounts

You must provide accurate registration details and keep your login credentials secure. You are responsible for activity under your account. Notify us promptly if you suspect unauthorised access. We may suspend or close accounts that violate these Terms or appear fraudulent.

3. Orders, menus & pricing

  • Menu items, extras, availability, and prices are set by partner restaurants and shown on the Platform. Prices are generally displayed in Kenyan Shillings (KES).
  • Placing an order is an offer to purchase. A contract is formed when the restaurant and/or NilisheGrub accepts the order (for example, when status moves beyond pending payment or “placed”).
  • We may cancel orders that cannot be fulfilled, contain errors, or fail payment checks. Where you have already paid, we will arrange a refund according to our refund practices and payment-provider rules.
  • “Free” extras or promotions mean no additional charge for that item when marked as free (KES 0).

4. Delivery & self pickup

  • Where delivery is offered, fees are calculated using platform settings (distance, rate, and min/max rules) and shown at checkout. Pickup orders do not include a delivery fee.
  • You must provide a correct address and, where possible, a location pin. Incorrect details may delay delivery or lead to failed attempts.
  • Estimated times are guidance only and may change due to traffic, weather, restaurant prep time, or rider availability.
  • Risk in the food typically passes when the order is handed to you (or left as instructed where agreed). Inspect orders on receipt and report issues promptly via support.

5. Payments & refunds

You agree to pay the total shown at checkout, including item prices, paid extras, applicable discounts, and delivery fees. Payment methods may include online card / M-Pesa via our payment partner, pay on delivery, or pay at pickup where enabled for that restaurant.

Refunds or credits for missing items, quality issues, or cancellations are handled case by case after review with the restaurant and rider where relevant. Processing times depend on the payment method and provider.

6. Restaurants & riders

Restaurants are independent businesses. They are responsible for food quality, preparation, allergens, licensing, and accurate menus. NilisheGrub provides the marketplace and logistics tooling; we are not the manufacturer of the meals unless stated otherwise.

Riders deliver orders as independent contractors or under arrangements set out in rider onboarding materials. Rider conduct, safety gear, and vehicle compliance must follow those materials and applicable law.

Partner dashboards (including vendor.nilishegrub.co.ke) may have additional terms for listings, commissions, and payouts.

7. Acceptable use

You agree not to:

  • Misuse the Platform, attempt unauthorised access, or interfere with other users’ orders.
  • Harass restaurants, riders, customers, or NilisheGrub staff.
  • Submit false addresses, chargebacks without good faith basis, or fraudulent payment information.
  • Scrape, copy, or resell Platform content without permission.

8. Disclaimers & liability

The Platform is provided on an “as available” basis. To the fullest extent permitted by Kenyan law, NilisheGrub is not liable for indirect or consequential losses, or for delays or failures outside our reasonable control (including network outages, extreme weather, or third-party payment failures).

Nothing in these Terms excludes liability that cannot be excluded by law (for example, for fraud or death/personal injury caused by negligence where such exclusion is not allowed).

9. Intellectual property

NilisheGrub branding, software, and site content are owned by us or our licensors. Restaurant names, logos, and menu images remain the property of their respective owners and are used to facilitate ordering.

10. Governing law

These Terms are governed by the laws of Kenya. Disputes will first be addressed through our support channels; unresolved disputes may be submitted to the courts of Kenya.

11. Changes

We may update these Terms periodically. The “Last updated” date will change when we do. Continued use of the Platform after changes constitutes acceptance of the updated Terms.

12. Contact

Questions about these Terms:

Also see our Privacy Policy.